Onboarding Guide

Welcome to Mizo

We’re thrilled to have you on board. You’ve just taken a big step toward a smarter, faster, and more consistent service desk—and we’re here to make this transition as smooth as possible.

This guide walks you through everything that happens between now and your go-live date. No surprises, no guesswork — just a clear, step-by-step journey from kickoff to full automation.

From start to finish, your onboarding takes approximately two weeks. Here’s what the path looks like:

Onboarding at a Glance

 The Steps in Detail

 Step 1  —  Integration Call: Day 1  —  ~1 hour

What to expect

• A live, screen-share call with your dedicated Mizo onboarding specialist.
• We create your Mizo account.
• We connect Mizo to your PSA/KB/Microsoft…and verify everything is flowing correctly.
• We align on your goals, your team’s workflow, and what “success” looks like for you in the first 30 days.
• You’ll leave this call with Mizo fully connected and your onboarding plan confirmed.

What to prepare

• Admin credentials

Step 2  —  Automatic Fine-Tuning: Weeks 1–2  —  Runs in the background

 What to expect

• We recommend starting Mizo in Recommendation Mode — meaning the AI suggests actions, but your team reviews and approves them before anything is executed.
• This builds trust with your team gradually — they get to see how Mizo thinks before fully handing tasks over, and can flag anything that doesn’t feel right.
• In the background, Mizo reads your Assets, KBs and historical tickets to understand your clients, your terminology, and your team’s patterns — getting smarter with every ticket.
• By the end of the two weeks, your team will have seen enough recommendations to feel confident — and you’ll be ready to flip the switch to full automation.

What to prepare

• Encourage your team to review Mizo’s suggestions as they come in — their feedback during this period is what fine-tunes the AI to your environment.

Step 3  —  Review & Manual Fine-Tuning Call  ~Day 7  —  ~1 hour

What to expect

• Roughly one week in, we reconnect for a progress review.
• We’ll look at how Mizo is performing on your ticket types — what it’s nailing, and what needs a nudge.
• Together, we’ll make targeted adjustments: refining response tone, adding custom handling rules, and flagging any edge cases.
• This call is a key quality checkpoint before you go live.

What to prepare

• Take note of any tickets where Mizo’s suggestions felt off-target or surprising — bring those examples to the call.

• Think about any ticket types or client situations that need special handling. We’ll configure those together.

Step 4  —  Team Training    

 What to expect

• A practical, hands-on session for the team members who will be working with Mizo day to day.
• We cover the Mizo dashboard, how to review and approve AI-suggested actions, and how to provide feedback that makes the AI smarter over time.
• We’ll walk through real examples using your actual ticket types — so training is relevant from minute one.
• Your team will finish this session feeling confident, not overwhelmed.

What to prepare

• Identify who on your team will be using Mizo regularly — dispatchers, service managers, frontline techs.
• Block 45 minutes on the calendar for those team members.
• No technical background required. If your team can use a PSA, they can use Mizo.

Step 5  —  Automation / Go-Live: End of Week 2  —  ~45 minutes

What to expect

• This is the moment you’ve been working toward — Mizo goes live.
• We review your final configuration together, confirm your automation rules are set correctly, and flip the switch.
• Your Mizo specialist stays on the call while the first live tickets come through to make sure everything runs smoothly.
• After go-live, you’ll have direct access to your Mizo contact for any questions.

What to prepare

• A short block on your calendar at the end of Week 2 — we’ll confirm the exact time during your Review Call.
• A quick internal heads-up to your team that Mizo is going live — so no one is caught off guard.

Step 6  —  Ongoing Follow-Up & Support     Post Go-Live  —  Continuous

What to expect

• You’ll receive updates from the Mizo team by email — new features, product improvements, and tips to get more out of the platform as it evolves.
• Your dedicated Mizo contact will schedule regular check-in calls to review performance, discuss new automation opportunities, and make sure things are running smoothly.
• The more we stay in sync, the more value you get — these touchpoints are how we keep improving together.

What to prepare

• Use the in-app support button for any day-to-day questions or issues — it’s the fastest way to get help from our team.
• Designate an internal Mizo champion on your team — someone who owns the relationship with the platform, gathers feedback from colleagues, and is the go-to person for anything Mizo-related.
• Block a recurring slot for your check-in calls with your Mizo contact — even a 30-minute monthly sync goes a long way.

You’re in Good Hands

Two weeks from now, your team will be handling more tickets with less effort — and your clients will feel the difference. Mizo is built to grow with you: the more it works alongside your team, the smarter and more accurate it becomes.

We’ve walked dozens of MSPs through this exact process, and we know what works. Our goal is to make this the smoothest new tool rollout your team has ever experienced.

If you have questions at any point — before, during, or after onboarding — your Mizo contact is one message away or our support team (support@mizo,tech). We’re not just a product. We’re your partner in making this work.

See you on the Integration Call.

— The Mizo Team