Mizo Best Practice
01 — Integrations to Activate First
Before enabling Mizo’s agents, connect the tools it relies on. Start with the essentials, then add the recommended integrations based on your team’s needs.
Essential Integrations
PSA Connect your PSA — ConnectWise Manage, Autotask, or HaloPSA. This is required for Mizo to read, triage, dispatch, and update tickets. Bidirectional sync is mandatory.
Knowledge Base Connect your KB tool — IT Glue, Hudu, or equivalent. This allows the Resolution Agent to surface relevant documentation directly inside tickets.
Recommended Integrations
Microsoft Bookings Recommended if you want Mizo to automatically generate a booking link for your technicians on specific tickets. When a ticket requires a scheduled intervention, Mizo can send the end user a direct link to book time with the right tech — without any manual coordination.
Microsoft Teams Recommended to receive real-time notifications for high-priority tickets. When a ticket is classified as High or Critical, Mizo can alert the relevant channel or team member directly in Teams so nothing falls through the cracks.
02 — Automations to Activate (All Day One)
All agents should be activated from day one. Each one covers a specific part of the ticket lifecycle and they work best together.
Triage Agent Automatically renames, classifies, prioritises, and selects agreements for every incoming ticket. Eliminates manual sorting and reduces first-response time by up to 80%.
Dispatch Agent Routes tickets to the right technician based on skill profile, current workload, and availability. Always maintain visibility and override when needed.
Scheduling Agent Schedules a dedicated time block for the technician to work on the ticket. This is not about booking a client appointment — it ensures the tech has protected time assigned to that specific ticket so it gets handled when it should.
Resolution Agent Suggests resolution steps and relevant knowledge-base articles in context. Provides technicians with recommended approaches before they even open the ticket.
Documentation Agent
Auto-generates and publishes interaction documentation (with human validtaion) to IT Glue, Hudu, and your PSA.
QA Agent Reviews completed tickets for quality and compliance. Provides structured feedback to managers and ensures consistent service delivery across the team.
03 — Fine-Tuning Needs
Work through each area below before or right at launch. The more you configure upfront, the less correction you will need during the first two weeks.
Agreement Definition
For each agreement in your PSA, define what it means in plain terms so Mizo’s Triage Agent can select the right one automatically.
For each agreement, document:
- What services are covered under this agreement?
- What is the expected response time (SLA)?
- What type of clients or sites does it apply to?
💡 You do not need to configure complex rules here. The goal is simply to give Mizo enough context to recognise and select the right agreement when a ticket comes in.
Catchall Definition
If you want Mizo to link a ticket to a different end user than the one who created it, use the Catchall field.
This is useful when tickets come in through a shared inbox, a generic contact, or an alias — and you need Mizo to associate the ticket with the correct company or end user instead.
To configure this: select the relevant companies in the Catchall field. Mizo will use this to correctly attribute incoming tickets even when the sender does not match a known end user directly.
Dispatch Exclusion Rules
Not every technician should receive every ticket — even if their skillset matches. Define exclusion rules so Mizo’s Dispatch Agent never routes tickets to the wrong person.
Questions to ask your team:
- Are there technicians who should never receive tickets from a specific client? (e.g. conflict of interest, account ownership)
- Are there technicians currently unavailable — on leave, in training, or assigned to a dedicated project?
- Are there ticket categories a technician can handle but should not handle alone?
Example exclusion rules:
| Rule Type | Example |
|---|---|
| Client exclusion | Never dispatch tickets from client Acme Corp to technician Jordan |
| Category restriction | Technician Alex handles Level 1 only — never dispatch Level 2 or Level 3 |
| Paired dispatch | Tickets tagged “Network Infrastructure” must go to a senior tech — never solo dispatch to junior staff |
| Temporary exclusion | Technician Sam is on leave May 12–19 — exclude from all dispatch during that window |
💡 Exclusion rules protect your clients, your team, and your SLAs. Be explicit and review them quarterly.
04 — Audit & Ongoing Governance
Audit Schedule
| Frequency | Audit Area | What to Check |
|---|---|---|
| Weekly | Dispatch accuracy | Review mis-routed tickets; update skill profiles or exclusion rules if needed |
| Weekly | SLA compliance | Check if priority rules still reflect current client agreements |
| Monthly | Catchall configuration | Verify companies in the Catchall field are still accurate |
| Monthly | Ticket exceptions | Review if new ticket types need exception or exclusion rules |
| Monthly | Knowledge base quality | Review auto-generated docs; archive or correct stale entries |
| Quarterly | QA Agent reports | Review quality feedback; identify patterns and coach accordingly |
| Quarterly | Dispatch exclusion rules | Remove outdated exclusions; add new ones based on team changes |
| Quarterly | Agreement definitions | Ensure agreement descriptions still reflect active contracts |
| Ongoing | Override tracking | Log manual overrides to surface patterns and improve AI decisions |
Decision Transparency
Always review why Mizo made a decision, not just what it decided. The platform shows reasoning for each triage and dispatch action — use this during weekly audits to catch drift early.
Security & Compliance
Mizo runs on Microsoft Azure (SaaS). Periodically verify that integration permissions — especially for your PSA, KB, Teams, and Bookings — are scoped to minimum necessary access.
Appendix - Mizo Checklist
Step 1 — Integrations
Essential (Required before go-live)
- [ ] Connect your PSA (ConnectWise Manage, Autotask, or HaloPSA)
- [ ] Connect your Knowledge Base (IT Glue, Hudu, or equivalent)
- [ ] Verify sync is active — within Mizo integration Tab
Recommended
- [ ] Connect Microsoft Bookings — if you want Mizo to generate booking links for techs on specific tickets
- [ ] Connect Microsoft Teams — to receive alerts for High and Critical priority tickets
Step 2 — Agents to Activate
Activate all agents on day one. They work best together.
- [ ] Triage Agent — classifies, renames, prioritises, and selects agreements on incoming tickets
- [ ] Dispatch Agent — routes tickets to the right tech based on skills, workload, and availability
- [ ] Facultative : Scheduling Agent — assigns a protected time block for the tech to work on the ticket
- [ ] Resolution Agent — surfaces KB articles and resolution steps inside the ticket
- [ ] Documentation Agent — auto-generates and publishes notes to your PSA and KB
- [ ] QA Agent — reviews completed tickets and provides quality feedback to managers
Step 3 — Fine-Tuning
Agreement Definition
- [ ] List all active agreements from your PSA
- [ ] For each agreement, write a plain-language description of what it covers
- [ ] Identify which client types or sites each agreement applies to
Catchall Configuration
- [ ] Identify companies or shared inboxes that send tickets from generic contacts or aliases
- [ ] Select those companies in the Catchall field in Mizo
- [ ] Test with a sample ticket to confirm correct end-user attribution
Dispatch Exclusion Rules
- [ ] List any technicians who should never receive tickets from a specific client
- [ ] List any technicians who should not receive tickets above a certain level (e.g. Level 1 only)
- [ ] List any technicians currently unavailable (leave, training, dedicated project) and set temporary exclusions
- [ ] Define any paired dispatch rules (e.g. junior tech always paired with senior for specific ticket types)
Step 4 — Team Preparation
- [ ] Brief the team on how Mizo dispatches tickets and what the override process looks like
- [ ] Identify who is responsible for reviewing and validating Mizo decisions during the first 2 weeks
- [ ] Designate a team member to log manual overrides and provide feedback during the fine-tuning window
Step 5 — Go-Live Validation
Run these checks on day one after activation.
- [ ] Send a test ticket through your PSA and confirm Mizo triages it correctly
- [ ] Verify the correct agreement is selected automatically
- [ ] Confirm the ticket is dispatched to the right technician
- [ ] Check that a time block is scheduled for the tech (Scheduling Agent)
- [ ] Confirm documentation is published to your KB and PSA after ticket resolution
- [ ] Verify a Teams notification fires for a High or Critical ticket (if Teams is connected)
- [ ] Verify a booking link is generated correctly for the relevant ticket type (if Bookings is connected)
Step 6 — First 2 Weeks (Fine-Tuning Window)
- [ ] Review dispatch decisions daily — mark correct or incorrect to train the AI
- [ ] Log all manual overrides with a short reason
- [ ] Adjust skill profiles if tickets are being mis-routed
- [ ] Refine agreement descriptions if the Triage Agent selects the wrong agreement
- [ ] Update Catchall companies if ticket attribution is incorrect
- [ ] Add or adjust dispatch exclusion rules based on what you observe
Ongoing — Weekly Checks
- [ ] Review mis-routed tickets and update skill profiles or exclusion rules
- [ ] Check SLA compliance — confirm priority rules still match current agreements
- [ ] Review QA Agent reports and share feedback with the team